Quality Manager

The Quality Manager will lead and oversee an integrated quality management program supporting contact center operations across voice, chat, AI-assisted interactions, and overall program performance. This role is responsible for ensuring service quality, compliance, customer experience excellence, and continuous performance improvement through a combination of human-led and AI-enabled quality assurance practices.

Key Responsibilities

• Implement and manage the program's Quality Control Plan (QCP) and support performance requirements outlined in the Quality Assurance Surveillance Plan (QASP).
• Develop, maintain, and oversee interaction monitoring, quality scoring, calibration, and coaching programs.
• Monitor and evaluate voice and chat interactions for quality, accuracy, compliance, and customer satisfaction.
• Integrate AI-driven quality monitoring and speech analytics solutions with human quality validation processes.
• Analyze quality data to identify trends, root causes, defects, risks, and opportunities for improvement.
• Develop and implement corrective and preventive action plans to address performance gaps.
• Collaborate with Operations, Training, AI, and Program Management teams to drive continuous improvement initiatives.
• Produce quality dashboards, performance metrics, scorecards, and reports for leadership and government stakeholders.
• Ensure consistent application of quality standards, policies, and procedures across all service channels.
• Support audit readiness and contract compliance requirements.

Required Qualifications

• Bachelor's degree in Business, Management, Communications, or a related field, or equivalent experience.
• Minimum 7 years of contact center quality management experience.
• Proven experience developing and leading quality assurance, calibration, coaching, and performance improvement programs.
• Strong analytical, problem-solving, and reporting skills.
• Experience creating and presenting quality metrics, dashboards, and executive-level reports.
• Excellent communication and stakeholder management skills.
• Proficiency with contact center technologies, quality monitoring tools, and performance management systems.

Preferred Qualifications

• Experience with automated quality assurance, speech analytics, and AI-driven monitoring solutions.
• Knowledge of QASP and Quality Control Plan (QCP) environments.
• Experience supporting federal government contact center programs.
• Familiarity with customer experience (CX) best practices and continuous improvement methodologies.

Key Competencies

• Quality Assurance & Compliance
• Performance Management
• Coaching & Employee Development
• Root Cause Analysis
• Continuous Process Improvement
• Data Analytics & Reporting
• Customer Experience Management
• Cross-Functional Collaboration
• Leadership & Decision-Making

This position plays a critical role in ensuring high-quality customer interactions, regulatory compliance, operational excellence, and continuous improvement across a modern, AI-enabled contact center environment.